Outpatient Receptionist Kettering, England
Job description
We are looking to appoint an outstanding individual with great interpersonal skills and a commitment to customer service to work as a member of our Outpatient Reception Services.
You must have a high standard of literacy and numeracy and excellent keyboard skills together with a friendly and outgoing approach as this role involves face to face contact with patients.
As part of a high performing team you will contribute to the delivery of high quality, safe and compassionate care.
We are responsible for providing outpatient reception services to a variety of outpatient areas across the trust. You will need to be flexible in your approach and able to adapt to changing circumstances as the role will be required to cover multiple areas, both within a defined group of outpatient areas at our peripheral sites at Nene Park, Irthlingborough and Corby Diagnostic, Corby.
Excellent communication skills, confidence when dealing with the public, care and compassion, team work and a positive attitude to problem solving are essential to be successful in this post.
About You
Are you a warm, friendly and approachable person who understands the impact of what you do?
You will need to be able to work in a calm, logical and methodical way but also be able to multi-task whilst dealing with frequent interruptions. You must possess effective interpersonal skills and be empathetic to both patients and colleagues.
You should have proven customer care skills or worked in a customer care focused environment. Previous experience in a healthcare setting would be an advantage.
About You
Are you a warm, friendly and approachable person who understands the impact of what you do?
Do you thrive while working in a supportive team, taking pride in your own work and that of your colleagues?
Can you see the person in every patient?
You will need to be able to work in a calm, logical and methodical way but also be able to multi-task whilst dealing with frequent interruptions. You must possess effective interpersonal skills and be empathic to both patients and colleagues.
Kettering General Hospital NHS Foundation Trust is one of the largest employers in the area and we are on an exciting journey. Our mission is to provide safe, compassionate, and clinically excellent patient care, by being an outstanding employer for our people. We have entered into a Group Model with neighbouring Northampton General Hospital and have become University Hospitals of Northamptonshire.
Our Excellence Values:
Compassion
Respect
Integrity
Courageous
Accountable
Duties and Responsibilities
1. To meet and greet patients and visitors to Hospital and to deal with enquiries in an efficient, polite and courteous manner providing a caring, considerate and helpful service to the patients and carers.
2. To ensure later additions to clinic are included, sourcing missing notes where appropriate using the case-note tracking system.
3. To be responsible for the maintenance of the clinics; attendance, capturing of the 18 week pathway codes, discharging and cashing up of the clinic.
4. To communicate with the patient regarding demographics and other personal details to ensure that the patient administration system and case note documentation is immediately updated.
5. Work closely with the nursing staff, announcing visitors and patients to staff and to inform the patients with regards to any clinic delays
6. Answer telephone queries take messages direct where appropriate; provide assistance directing visitors to the appropriate locations.
7. Book outpatient follow up appointments as required by the clinician ensuring that the clinic capacity is adhered to.
8. Over book on the clinician’s instructions only and copy authorisation to Outpatient Administration Team
9. To participate in training/induction of new staff.
10. It may be necessary on occasions to provide cover to other reception areas throughout the Trust, including peripheral clinics at Nene Park, and Corby Diagnostic Centre.
